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Pohjois-Karjalan hankintatoimen sisäisten prosessien ja ulkoisten asiakkuuksien kehittäminen
(2019)
Hankintalainsäädännön ohjaamia julkisia hankintoja tehdään Suomessa jopa 35 miljardilla eurolla vuodessa. Kuntasektorin tekemillä hankinnoilla ja niiden kohdentumisella on merkittäviä vaikutuksia alueen taloudelliseen elinvoimaisuuteen ja...
The value of public procurement governed by procurement law in Finland accounts for up to EUR 35 billion a year. Purchases by the municipal sector and their allocation have a significant impact on the region's economic vitality and employment. It is essential to ensure the strategic use of public procurement. Public procurement requires planning, guidance and expertise. In addition to public entities, in North Karelia public procurement is carried out by a provincial procurement unit called Pohjois-Karjalan hankintatoimi, whose expert services are used by 52 partners. This thesis is implemented as a case study and action research. First, research data was collected through a customer satisfaction survey and in-depth interviews from which the most important development points were derived. Further, the development plans were converted into development points, the aim of which was to develop internal processes and external customer relationships in Pohjois-Karjalan hankintatoimi. In future, the customer satisfaction survey will be carried out annually. It functions as a tool for measuring operational objectives. Based on the research, following development points were identified: improvement of customer relationship management, development of work and strategic management, as well as management of procurement expertise. The results show that the leadership is the key in organizational process development and customer relationship management....
The value of public procurement governed by procurement law in Finland accounts for up to EUR 35 billion a year. Purchases by the municipal sector and their allocation have a significant impact on the region's economic vitality and employment. It is essential to ensure the strategic use of public procurement. Public procurement requires planning, guidance and expertise. In addition to public entities, in North Karelia public procurement is carried out by a provincial procurement unit called Pohjois-Karjalan hankintatoimi, whose expert services are used by 52 partners. This thesis is implemented as a case study and action research. First, research data was collected through a customer satisfaction survey and in-depth interviews from which the most important development points were derived. Further, the development plans were converted into development points, the aim of which was to develop internal processes and external customer relationships in Pohjois-Karjalan hankintatoimi. In future, the customer satisfaction survey will be carried out annually. It functions as a tool for measuring operational objectives. Based on the research, following development points were identified: improvement of customer relationship management, development of work and strategic management, as well as management of procurement expertise. The results show that the leadership is the key in organizational process development and customer relationship management....